Lighten the load by using WhatsApp in Logistics - Sparkcentral

WHITEPAPER

 Lighten the load by
 using WhatsApp
 in Logistics

Engage with your customers on WhatsApp, the most NOVEMBER 2020
popular messaging app worldwide. With 1.5 billion users, All rights reserved to
Whatsapp is the world leader in messaging for most EMEA Sparkcentral

countries, as well as India, Russia, Canada, Mexico and
South America.

 WHATSAPP
 FB MESSENGER
TOP MESSAGING VIBER
 WECHAT
APPS BY COUNTRY LINE
 TELEGRAM
 IMO
 KAKAOTALK
There are only 25 countries in
the world where WhatsApp is
not the market leader.
Source: SimilarWeb

Why WhatsApp is a game
changer for your contact center
We get it. Challenging times drive high volumes of calls,
emails and messages. Repetitive questions about deliveries,
rescheduling and complaints can lead to a significant drain
on your company’s time, money and resources.

 Let chatbots and AI take
Are you struggling to make your contact center operation cost-
effective? Time to transform your customer experience with
 care of repetitive tasks
 • Deploy a human agent handover for
messaging, automation and chatbots.
 more advanced inquiries
 • Let customers choose to deflect their
Imagine a world where repetitive questions could be answered
 call to a WhatsApp message
automatically, or even better, where questions would be
 • Personalize and keep up with your
answered before they’re even asked! Sparkcentral’s platform
 tone of voice
offers a WhatsApp solution that automates and simplifies your
 • Protect your profit margins with an
contact center operation.
 immediate ROI

COMMUNICATE WITH
 Sparkcentral makes interacting with
FRIENDS AND FAMILY customers via WhatsApp easy by providing
 tools to automate, sort and quickly
 respond to messages. For your customers,
 a WhatsApp conversation with your
 business will feel exactly like they’re used
 to when talking to friends or family: from
 messaging back and forth to sending
COMMUNICATE WITH photos or documents.
PRODUCTS AND SERVICES

LOGISTICS SUCCESS STORY
One of Sparkcentral customers - a leading logistics
brand - is using IVR-deflection to increase adoption
rates of WhatsApp even more! Their customers
are given the opportunity to deflect their calls to
WhatsApp after waiting in the queue for 2 minutes.
By pressing ‘1’they are immediately transferred to a
WhatsApp message where they can ask their question.
A very cost-effective way to solve queues, avoid
abandons and increase their NPS and C-SAT.

Stay ahead with
automation & chatbots
Wondering why WhatsApp for Business is perfect for logistics?
Automation and chatbots are probably exactly what you’re looking
for. By automating your daily customer service processes, you’ll stay
ahead without losing a personal connection or tone of voice.

Logistic processes that are perfect for automation:
 • Track & trace information and notifications
 • (Live) Location sharing
 • Delivery instructions
 • Last-minute preferences
 • ...
Together with Sparkcentral’s platform, possibilities of using WhatsApp for customer service
are limitless. Let’s introduce you to some of our advanced WhatsApp features:

USE WHATSAPP’S
HIGHLY STRUCTURED MESSAGES For example: a parcel shipping note
 with WhatsApp HSM
Highly Structured Messages (HSMs) are message templates to send
 HSM:
notifications or re-engage customers in your WhatsApp conversations.
 Hi {1} :wave:, your package will be delivered
 at {2}. Click her to track your order {3}.If you
These messages can include an active opt-in and contain a large are not home at this time, please reply with
number of customizable placeholders that make these bot-driven :one:
messages more personal. These placeholders can be filled with
names, url’s, numbers, emojis, images and more. Message to customer:
 
 Hi Kim , Your package will be delivered at
 10AM. Click her to track your order track.
 code.com/123456. If you are not home at
 this time, please reply with 1⃣

 INTEGRATE A WHATSAPP CHATBOT

 In your logistics contact center operation, lots of customer
 inquiries are repetitive and could easily be handled by
 chatbots. By using a bot in your WhatsApp channel,
 messages can be handled 3 times faster in comparison
 to other traditional channels. And with the right routing
 in place, messages can be directed to the right team
 immediately. While some conversations can fully be
 handled by a bot, others can be handed over to a human
 agent when necessary.

 A seamless collaboration
 between bots and humans

Create your digital
customer journey
Your goal is to help businesses and get their products to their
customers fast and effortless. By being available through
WhatsApp, or any other asynchronous messaging channel, you
make it effortless for their customers to communicate. That’s
why a well-thought-out messaging strategy can make a difference
during every step of your customer journey.

The 2019 Logistics Tech Trends report shows that 98% of logistic companies say customer
service is a critical part of their overall business strategy. Behind the scenes you’ll have
numerous warehouses, drivers and packagers, but end-customers only judge you by the
experience you provide. That’s why an effortless, automated and consistent customer
support throughout their journey is critical to stay ahead of your competitors.

logistics company customer

 PROACTIVE REACTIVE CUSTOMER REACTIVE CUSTOMER
 COMMUNICATION SUPPORT SUPPORT
 Conversation fully Create a seamless bot to Use rich media to solve
 handled by a chatbot. human handover. complaints.

 WhatsApp is able to source customer feedback that
 can be used to identify any delivery bottlenecks plus
 help build brand identity and reputation

Building a connection
through every touchpoint
customer logistics company

 placed an
 order
 Clean and consistent
 receiving communication is key
 info when optimising your
 customer experience.
 Inform your customers to
 cation
 ve notifi very preparing track their parcels every
 pro -acti e and deli
 ing cod delivery
 on track s step of the way.
 ie
 possibilit

 waiting for
 a delivery

 reschedule Built co Allow customers to
 nversati
 delivery on on po
 delivery ex ssible
 with cus perience direc confirm the delivery
 tomer tly
 time beforehand. They can
 be given the option to
 reschedule their deliveries
 cation delivery at their preferred
 ve notifi inder
 pro -acti e li v e ry as a rem
 o f d timing. This will result in
 on day
 successfull deliveries and
 accept increase your customer
 delivery experience tremendously.

 complaints Reactiv
 e messa
 contain ges can
 about ric
 understa h media for be
 delivery nding tter

 by
 x issues Imagine gaining valuable
 g comple propriate support
 Resolvin a p
 it to the ers customer feedback right
 passing ht answ
 w it h the rig
 team after their packages are
 receiving
 satisfied delivered. Studies have
 answer shown that by sending
 WhatsApp surveys,
 the response rate is
 WhatsApp is able to source customer significantly higher than
 feedback that can be used to identify email surveys, 51% to 43%
 any delivery bottlenecks plus help survey
 build brand identity and reputation respectively.

Security & Privacy
Like most communication channels, there’s always the
concern of user security, privacy, and GDPR compliance.
Luckily for you, we’ve got that covered!

GDPR COMPLIANCE USER OPT-IN AND OPT-OUT
GDPR (General Data Protection Regulation) governs Opting-in plays a crucial role because it’s only via
the use and storage of personal data of EU citizens. an active opt-in that businesses are allowed to
The WhatsApp Business solution has been built communicate to WhatsApp users. An end user
with the privacy and security features that every must first consent to receive messages through the
business needs. That’s why the WhatsApp Business WhatsApp Business solution by opting into them via
API does not allow access to the user’s phone book. a third party channel. This can be any channel your
In addition, media and messages are only stored for business uses to communicate with customers, for
delivery and deleted between 7-30 days respectively. examples your website, app, email, SMS, or retail
 location.

END-TO-END ENCRYPTION WHATSAPP BUSINESS ACCOUNT
WhatsApp Business solution messages are Your WhatsApp business account will contain
encrypted and secured over HTTPS (and optional all necessary elements to create trust with your
SSL/VPN). This means your company can securely users. A green badge will prove that it’s the official
share and receive sensitive information in business- account of your company. It also provides additional
to-customer communications, such as payment contact information, such as your hotline, website,
requests, addresses, … without further issues. phone number, and other company details. Having
 a verified profile means that customers can trust
 this channel and communicate freely with your
 enterprise.

Why customers love
to message you
People love to message. And they would love to
message with your business. Are you ready for the
next generation of customer support? Start to engage
on WhatsApp and significantly lower contact center
costs while improving customer experience. With
Sparkcentral, you’re able to handle all WhatsApp
messages in one intuitive and easy-to-use platform.

 Increase
 customer
 satisfaction by

 25%
 using WhatsApp

APP FATIGUE
Customers are tired of download-
ing extra apps to check their ship-
ment status or get in contact with
you. That’s another advantage of
using WhatsApp instead of your
own app or platform: they know
how to use it and WhatsApp is
already downloaded on their de-
vice.

ALWAYS SHARING IS INCREASE CUSTOMER
AVAILABLE EASY SATISFACTION
Your customers want answers Sending a document, sharing a lo- When customer service is fast,
right away. Communication via cation or taking a photo? Getting personal and innovative it creates
WhatsApp is digital, flexible and information through WhatsApp is an effortless customer experi-
available all the time, even outside easy. The experience of your cus- ence. Companies using WhatsApp
business hours. With the support tomer will be seamless and your increase their customer satisfac-
of chatbots and automation, team will be handling the claim tion with at least 25%.
offering a 24-hour service is easy. faster.
Initial data can be collected and
pre-qualification and sorting
can be done without human
interaction.

Why WhatsApp benefits
your business
The world of logistics services is moving
fast. Competition is growing and
delivering easily accessible support and
seamless customer experience at scale
can be challenging. Make your contact
center operation cost-effective and
result-driven: start with messaging,
automation and chatbots.

 Save at least Save at least

 30%
 on operational
 50% when
 costs using adding
 WhatsApp chatbots

SAVE UP TO 30% - 50% ON COLLECT DATA,
OPERATIONAL COSTS USE AUTOMATION
Customers are tired of downloading extra apps to Data is the new gold, but it needs automation. That’s
check their shipment status or get in contact with why using WhatsApp together with automation is
you. That’s another advantage of using WhatsApp in- key. While customers share documents, photos and
stead of your own app or platform: they know how to locations, bots can collect this first data and route it
use it and WhatsApp is already downloaded on their to human agents when necessary.
device.

EMPLOYEE RETENTION IS IMPROVE
15 – 20% HIGHER CES / NPS / C-SAT
The best way to win over your customers hearts? Logistics customer satisfaction can be a challenge.
Start with your employees. Employees love working Starting with messaging and chatbots can be a per-
with Sparkcentral’s agent desktop. Your agent pro- fect solution. We’ve noticed that brands have 3 times
ductivity rises, which improves your ROI significant- better Net Promoter Scores when using messaging.
ly. They are happier and more productive, which is
definitely a win-win in your contact center operation.

We Understand Your World.
Let’s talk about Customer Service in Logistics!

 Sparkcentral handles all WhatsApp messages in one
 intuitive and easy-to-use platform. Get in touch with
 one of our experts and find out how to make your
 customer service future-proof.

 Get in touch
 Scan the QR-code

 www.sparkcentral.com/logistics